About
Us:AsaDeloitteFast500andInc5000winnerforfastest-growingprivatecompaniesin2020-2024, RoadSyncisrevolutionizingthelogisticsecosystemwithsmart,simple,andinnovativefinancial solutions.Ourdigitalplatformistransforminghowwarehouses,trucks/carriers,andrepair/tow operatorsprocesspaymentsandmanagerevenue.TheDirectorofITisresponsibleforprovidingadvancedtechnicalsupportandtroubleshooting forinternalandexternalcustomersofRoadSync. ThisroledrivesdeliveryofbusinessIT,compliance,resolutionofescalatedissuesfromLevel1 supportteams,performingrootcauseanalysis,andofferingtechnicalguidancetoensure efficientoperations. TheDirectorofITworkscloselywithcross-functionalteamssuchasEngineering,Product, Support,andSalestoensuretimelyresolutions.KeyResponsibilities:IssueResolution&Escalation:●Leadlevel2supportforinboundplatformissues,fromSupportandSuccessteams●Diagnoseandresolvesoftware,hardware,andnetwork-relatedissues●Performdetailedtroubleshootingandrootcauseanalysistominimizerepeatincidents●SupportbusinessusersacrossMacandWindowshardwareCollaboration:●CollaboratewithLevel1support,engineering,andotherinternalteamstoensureseamlessissueresolution●Escalateissuestodevelopmentteamandproductteamsasneeded,providingdetaileddocumentation●Assistincompliancedocumentationandprovideauditsupport,asneededDocumentation&Reporting:●Documentresolutions,procedures,andtroubleshootingstepsintheknowledgebase●Providefeedbacktoimproveinternalprocessesanduserdocumentation●Generatereportsonrecurringissues,trends,andareasforimprovementTraining&Mentorship:●LeadtrainingandmentoringofLevel1supportteamstoimprovetheirskillsandreduceescalationrates●Developtechnicaldocumentationandtrainingmaterialsforend-usersandinternalteamsRequiredSkillsandQualifications:TechnicalExpertise:●StrongknowledgeofMacOSandWindowsoperatingsystems●Experiencewithtroubleshootinghardware,software,andnetworkissues●Experiencewithloggingsystems(e.g.,DataDog,CloudWatch,Splunk)●Experiencewithticketingsystems(e.g.,Jira,ServiceNow,Zendesk)●Experiencewithqueryingrelationaldatabases(e.g.,Postgres,SQLServer,MySQL)Problem-SolvingAbilities:●Analyticalmindsetwiththeabilitytodiagnosecomplextechnicalproblems●StrongtroubleshootingskillsandabilitytoworkunderpressureCommunication:●Excellentverbalandwrittencommunicationskills●Abilitytoexplaintechnicalissuestobothtechnicalandnon-technicalstakeholdersPreferredExperience:●5+yearsinahighlytechnicalsupportrole,preferablyinaSaaScompany●ExperienceworkingwithITSM(InformationTechnologyServiceManagement)frameworkssuchasITIL●Certificationsinrelevanttechnologies(e.g.,CompTIA,Microsoft,Cisco)areaplus●Experiencesupportingregulatoryframeworks(PCI,SOC,etc.)OurCompany:WhyYou'llLoveItHere:●Hybridworkenvironment(2daysonsite)inourlivelyMidtownAtlantaoffice●Strategictravelopportunitiestocustomersitesandindustryconferences●Competitivecompensationpackagewithcompanyequityandannualbonusplan●Premium-paidmedical,dental,andvisionbenefits●15daysPTO●401KPlan●Parkingbenefitsandcateredluncheswhenworkingfromtheoffice●Exposuretotheinnerworkingsofafast-growingcompanywithtransparentcommunicationAtRoadSync,ourcustomersrideinthefrontseat!We'redrivenbyinsightsfromrealpeople whoutilizeourservices.You'lljoinateamthatbringstheirbesteffortdailyandcaresdeeply aboutwhatwe'redoing.Wevaluediversityandinclusion,believingitempowersourinnovation andsuccess.You'llbepartofacompanythat'sproudofwhatitistodayandexcitedtobuildits futurewithyou!We'relookingforsomeonewhothrivesinafast-paced,entrepreneurialenvironmentandis excitedtoshapethefutureoflogisticspayments.Ifyou'reenergizedbythechancetocreate solutionsthatmakearealdifferenceinhowbusinessesoperate,wewanttotalktoyou.RoadSyncisproudtobeanEqualOpportunityEmployerandanAffirmativeActionEmployer.Wedonot discriminateonthebasisofrace,creed,color,ethnicity,nationalorigin,religion,sex,sexualorientation, genderexpression,age,height,weight,veteranstatus,militaryobligations,pregnancy,maritalstatus,or anyotherlegally-recognizedprotectedbasisunderfederal,state,orlocallaw.Everydayourteamis honoredtoworkwithindividualsfromallwalksoflife.Weaimtobuildateamthatreflectsthediversityof ourcustomers.EachindividualatRoadSyncbringstheirownperspectives,workexperiences,lifestyles, andcultureswiththem.Webelievethatamorediverseteamcreatesmoreinnovativeproducts,provides abetterservicetoourcustomers,andhelpsusgrowandlearnasindividuals.
